Refund Policy

1. What This Policy Covers

This Refund Policy applies to every purchase you make on PikpikGo — membership plans, Credit packs, and Credits used through the open platform API. It forms part of the Terms of Service and is the document we follow when we review a refund request.

2. Prices, Currency and How the Charge Appears

Prices are displayed and accounted for in US dollars (USD). Payments are processed by Stripe; we never receive or store your full card number.

Our payment account is established in Hong Kong. Your card issuer or wallet provider may therefore present the charge in Hong Kong dollars (HKD), converted at the rate applied at the time of the transaction, and may add its own currency conversion or foreign transaction fee. Those fees are set by your bank, not by us.

The merchant name on your statement is the name of the entity that collects payments for PikpikGo, which may differ from the site name you see here. If you do not recognise a charge, contact us with the date and amount before contacting your bank — we can identify the order and resolve it quickly.

3. One-Off Purchases, No Automatic Renewal

From 31 August 2026, every newly purchased plan and Credit pack is a one-off purchase. New orders do not renew automatically or retain a recurring charge, and you will not be billed again unless you place another order. When a plan ends, your Account returns to the free tier. Any automatic-renewal subscription created before that date continues under its original terms until it is ended; you can cancel it through Subscription Management in Account Management and must wait for its current period to end before buying a new plan.

4. When You Can Get a Refund

• Within three (3) days of purchase, for the Credits from that order that you have not yet consumed.
• Duplicate charges, or a charge for an order that was never credited to your Account.
• A fault on our side that made the purchased capability unusable for a sustained period and that we could not fix.
• Monthly grants on an annual plan that have not yet been delivered. Those have not been supplied to you, so they are refunded in full regardless of how much of the delivered Credits you have used.

5. When We Cannot Refund

• Credits already consumed by a generation task — the computing resources have been used and cannot be recovered. This includes tasks whose result you did not like: AI output is inherently variable, as explained in the Terms of Service.
• Requests made more than three (3) days after the purchase.
• Credits granted for free — sign-up bonuses, check-in rewards, invitation rewards and promotional grants.
• Accounts terminated for a breach of the Terms of Service or the Content Policy.

6. Fees and the Amount You Receive

Approved refunds are returned to the original payment method for the unconsumed portion of the order. Refunds may be made net of the payment-processing and currency-conversion fees already incurred on the original payment, because our payment provider does not return those fees to us when a payment is refunded.

If your bank converted the original charge into another currency, the amount that arrives back may differ slightly because of exchange rate movement between the two dates. That difference is your bank's, and is outside our control.

7. How to Request a Refund

Contact us through the channels published on PikpikGo with your order number, the email address on your Account, and a short description of the problem. Requests are reviewed by a person, not automatically.

We normally respond within three (3) business days. Once approved, the refund is submitted immediately; how long it then takes to appear depends on your card issuer, typically five to ten business days.

8. Talk to Us Before Opening a Dispute

If something looks wrong with a charge, contacting us is faster than a chargeback: we can usually identify the order and refund it the same week. Once a dispute is opened with your bank, the funds are frozen by the payment provider and neither side can settle it directly until the bank decides.

We cooperate fully with legitimate disputes and will provide the evidence requested. Accounts used for repeated or bad-faith chargebacks — for example disputing a charge after consuming the Credits — may be suspended, and we reserve the right to recover the amounts owed.

9. Your Statutory Rights

Nothing in this policy limits any non-waivable right you have as a consumer under the law that applies to you. Where that law gives you a stronger right than this policy, that right prevails.

10. Contact

For any question about billing or refunds, contact us through the channels published on PikpikGo.